Purpose
The Talking Point Group (Pty) Ltd (TTP) is dedicated to addressing and resolving complaints in a fair, consistent, and timely manner. This policy outlines the structured process for handling complaints from employees, clients, members, or any other affiliates.
Scope
- This policy applies to all employees, clients, members, or any other stakeholders of TTP.
- Staff grievances and code of conduct complaints are dealt with through separate mechanisms.
Definitions
Complaint: Refers to an expression of dissatisfaction or concern about an employee, service, or any aspect of The Talking Point Group (Pty) Ltd.
Complainant: Refers to the individual or entity making the complaint.
Stakeholders: Refers to employees, service providers, clients, members, affiliates, and any other parties with a vested interest in TTP.
Process to lodge a complaint
Submitting a complaint
Complaints can be submitted in writing via email at info@thetalkingpoint.co.za.
Information to be included
- Complainant's name, contact information, and relationship to TTP.
- A detailed description of the complaint, including dates, names of involved parties, and any supporting evidence.
- Anonymous complaints will be accepted, but they may be more challenging to investigate.
Initial contact and acknowledgment
Upon receiving a complaint, the Complaints Department or designated personnel will:
- Send an acknowledgment to the complainant within one working day.
- Include the estimated timeline for resolution in the acknowledgment.
Investigation and resolution
The Complaints Department or designated personnel will:
- Conduct a thorough investigation, which may involve interviewing relevant parties, reviewing documentation, or gathering additional information.
- Keep the complainant informed of the progress and provide regular updates on the status of the investigation if required.
- Aim to provide a resolution within 5 working days, depending on the complexity of the complaint.
Final response
Once the investigation is complete, the Complaints Department or designated personnel will:
- Provide a final written response to the complainant.
- Include the outcome of the investigation, any actions taken or to be taken, and an apology if necessary.
- Offer remedies or solutions to address the complaint and prevent recurrence.
Escalation
If the complainant is not satisfied with the resolution, they may escalate the complaint to a higher authority within TTP as follows:
- Employees: Human Resources Manager or relevant department head.
- Clients: Account Manager or Customer Service Manager.
- Service Providers: Service Provider Management or Contract Management Team.
- Members/Affiliates: Membership Coordinator or Affiliate Manager.
The escalated complaint will be reviewed promptly, and a final decision will be provided to the complainant within 5 working days.
Monitoring and improvement
TTP will:
- Regularly review complaints received to identify trends, root causes, and areas for improvement.
- Implement corrective actions or process enhancements based on feedback from complaints.
- Conduct training and awareness programs to prevent future complaints and enhance stakeholder satisfaction.
Confidentiality and records
TTP is committed to:
- Maintaining the confidentiality of all parties involved in the complaint.
- Storing and retaining complaint records securely in accordance with applicable data protection and privacy laws.
- Accessing complaint records only by authorised personnel for investigation and resolution purposes.
Review and approval
This Complaints Handling Policy will be reviewed annually and updated as needed by TTP's management to ensure relevance, effectiveness, and compliance with regulatory requirements.